Command Center Analyst I

Ibex; Manila; On-site; PHP 279,000 - 390,600; Full time

Job summary

Ibex is seeking a Global Command Center Analyst – I in Manila, Philippines. The successful candidate will be responsible for day-to-day monitoring of data center infrastructure operations and providing customer service and troubleshooting support to internal and external customers.

This role requires participation in a rotating shift schedule and effective communication skills for alerting and resolving issues with the necessary teams. Ideal candidates have experience in a Network Operation Center and a basic understanding of Data Center infrastructure.

Qualifications

• 1 year of experience in a 24/7 Network Operation Center or Contact Center.
• Basic knowledge of Data Center infrastructure.
• Strong analytical and problem-solving skills required.

Responsibilities

• Provide Tier I network and customer service support for Data Centers.
• Handle incoming calls, emails, and portal tickets effectively.
• Document incident and maintenance details in real-time.

Skills

Customer service support

Network operations

Troubleshooting

Communication skills

Organizational skills

Analytical skills

Tools

Microsoft Office Suite

Visio

Job description

Overview

The Global Command Center Analyst – I is responsible for the day-to-day monitoring of data center infrastructure operations. Provides customer service, troubleshooting, as well as incident escalation for all internal and external customers contacting the Global Command Center. The role is shift based and may be required to work on a rotating schedule.

Responsibilities

• Provide Tier I network and customer service support for mission critical 24/7 Data Centers
• Participate in the weekly 24/7 on-call schedule
• Provide proactive and reactive assistance to all external customers
• Provide support for the DLR network environment including problem solving, ability to take ownership of unfamiliar tasks and problems and see through to completion or elevate as needed.
• Receive, triage and action incoming phone calls, emails and portal tickets from internal and external customers
• Detect, analyze alarms to provide basic fault isolation and troubleshooting, escalating to Tier II, Tier III and management if necessary.
• Generate and publish internal and external customer notifications and updates relative to Incidents, Maintenance and Advisories specific to site or regional impact
• Prioritize work properly to meet established KPI measures and commitments.
• Responsible for Customer and Internal Updates
• Establish effective lines of communication with Tier II, Tier III and management to ensure cases are flagged that require immediate attention.
• Thorough documentation of incident, maintenance and problem details in near real-time.
• Ensure SLA’s are met as per customer agreement.
• Maintain and update current knowledge and skills through internal and external training, continuing education and professional associations

Qualifications

• 1 year of experience working in a 24/7 Network Operation Center, Contact Center or equivalent
• 1 year of Data Center experience
• Basic knowledge of BMS systems
• Basic knowledge of Data Center infrastructure
• 1 year of experience providing customer service or technical support or equivalent
• Excellent written and oral communication skills, able to engage with colleagues and customers
• Ability to multi-task and prioritize job requirements
• Strong follow-through and initiative to stay with issues until they are resolved
• Discipline and commitment to meet deadlines.
• Self-motivated and able to work on issues independently with limited supervision
• Effective organizational skills and attention to detail.
• Basic skill in Microsoft Operating Systems, Office Suite and Visio.
• Strong analytical and problem-solving skills.